Posted by Meredith Estep on Wed, May 26, 2010 @ 08:55 AM
If you operate a service business, it will not be the polished silver, the marble pillars, or the stunning paintings that your customers remember. Customers appreciate more than just an "exterior" element to their complete experience. Instead, it will be the little things that made their visit a top-notch memorable experience.
What are the little things that add to large results? Here are just a few ideas.
- Take Responsibility for Mistakes - Everyone makes mistakes, and training your customer service team to quickly apologize for mistakes and rectify them is one of the most important "little things" you can do to make your service shine.
- Minimize Your Customer's Efforts - If you need your customer to complete a task, make it as easy as possible. For example, if they need to send documents, ask them if faxing or emailing would be easiest for them, and then provide them with the appropriate information.
- Remember Names - Customers like to be greeted by name. It makes them feel important and lets them know you value their business. A little step in memorizing names of important customers is a big step in retaining customer loyalty.
- Smile - Customers do not like to feel like they are interrupting or being a bother. Make sure that you and your service staff always acknowledge customers with a smile and eye contact. Let them know that their needs are the most important thing at this very moment.
- Anticipate Customer Likes - Returning customers get that "wow" feeling when you remember their likes and needs. If you have a returning client appointment, set out a hot cup of their favorite tea or other beverage as they arrive. Do they like chocolate? Provide a fine brand of chocolate on their pillow. Anticipate the likes of your clients and customers, and they will be wowed by that little show of appreciation.
- Go Above the Call of Service - Do something for your customers and clients beyond your job description. Order them lunch delivery if they are on a long troubleshooting call. Offer to resolve an issue that is outside of their contract deliverables with you. This extra-mile service always gets big appreciation and return patronage. You may even get to sign a larger contract with them if they see how well you can resolve their problems.
- Give a Gift - A small gift is another small token that gets big returns for your business. It may be a gift certificate or a bottle of wine for a returning customer. Perhaps even hard to find tickets to a popular event. The little gifts you give are always worth the expense if you gain additional customer loyalty and referrals.
These are just a few simple examples of the little things you can do to improve customer relations. By paying attention to the details, the little things you add to your service experience will result in big returns.
- Meredith Estep
Posted by Meredith Estep on Wed, May 19, 2010 @ 10:09 AM
Even businesses focused on providing top notch customer service may not understand how their customers truly feel. Most customers come and go without providing much input about your product or service. The most common feedback either comes from customers who were completely delighted with your business or (more likely) completely unsatisfied. What about the majority in between? Consider these ideas for collecting constructive customer feedback.
Comment Cards
These cards are often found in retail venues, located near the cashier or customer service desk. Customers who want to offer feedback can simply pick one up in the store. Many cards ask basic questions like, "Are you satisfied with our service?" or "Is there anything we could be doing differently?"
Sometimes customers fill out comment cards only when they are unhappy with the service they received. To ensure customers continue to provide feedback in this manner, reward those who take the time to provide feedback with a coupon or store discount on their next purchase.
Surveys
Surveys can be mailed to customers or handed to them directly after a purchase is complete. While many do not take the time to fill out customer surveys, there are enough willing participants to give businesses a relatively accurate assessment of the services they provide. You are more likely to get surveys returned if you keep them quick and simple and provide incentives for completion. To sweeten the pot, offer a reward for those that follow through, such as a discount off their next purchase or their name in a drawing for a grand prize.
Focus Groups
If you want more detailed feedback about your company, a focus group might be the solution. These groups usually consist of eight to 10 customers who are willing to spend an hour of their time answering questions about your products and service. Prepare for these sessions by determining what information you want to get out of your customers and writing questions that are most likely to get you this information. Record the focus group session so you can remember all of the information shared. You can then use the information learned in your focus group to hone goods and service to better meet your customer's needs.
Simply Ask
This may seem overly simple, but many companies fail to ask their customers what they like or dislike about the service they receive. Establish a relationship with your customers by talking to them when they come into your business and taking the time to listen to what they have to say. Ask them if they are happy with your service and if there is anything they would like to see changed. You may find that those brief exchanges provide a wealth of information about how you can improve your customer service.
Learning what your customers think about your business is the first step in improving customer service. Whether you choose a written survey or a casual conversation, asking your customers for feedback establishes a positive relationship between the two of you. When your customers know you actually care about what they have to say, they will be more likely to continue a business relationship with you.
- Meredith Estep
Posted by Meredith Estep on Fri, May 14, 2010 @ 08:20 AM
Unitiv is excited and honored to announce that our Intelligent Help Desk has been selected as a 2010 finalist in the American Business Awards (ABA) in the running for Customer Service Team of the Year in the "All Other Industries" category.
A group of independent judges agreed that our entry is worthy of national recognition! The names of the Stevie winners will be announced at the 2010 awards dinner and presentation in New York's Marriott Marquis Hotel on Monday, June 21, 2010.
We would like to take this opportunity to sincerely thank you, our clients, for your continued support of Unitiv's Intelligent Help Desk as your trusted source for support. We will continue to strive to ensure that your experience with our Client Services Department exceeds your expectations!
Please see more at: 403_2630_20415.cfm
Good luck Unitiv!!!
- Jessica Snead
Posted by Meredith Estep on Wed, May 12, 2010 @ 10:18 AM
It is one thing to adequately meet a customer's needs when asked, but quite another to anticipate those needs long before they are ever vocalized. The ability to anticipate customer needs makes all the difference between good and spectacular customer service.
Consider these tips to transform your customer service staff from employees who respond to customers' requests to employees who anticipate needs and meet them well in advance.
Know Your Product
Before your employees can begin to anticipate the needs of your customers, they have to know what products and services are available. They need to understand them completely, including the benefits they might offer to their customers. They need to know specifically what a customer might need to complete their transaction, ensuring the customer does not have to return multiple times to get necessary supplies. Your staff must have a solid knowledge of the very details that will make their customers' lives more convenient.
Know Your Customers
Once your staff is well-versed on the products and services you offer, it is time to get to know the customers. This is done by completing transactions with them, as well as indulging in casual conversations that evolve during those transactions. It also helps to know the basic categories and patterns of customers. A customer in the market for a specific product may benefit from two or three complementary products or services as well.
In some cases, knowing your customer requires a visit to their facility to see firsthand what their needs might be. When you pay your visit, take the time to talk to staff about the ins and outs of the daily operations to determine what you might offer to make things more efficient. Find out what the company's future plans might be to discover how you can accommodate growth and expansion into the products and services you provide.
Listen to the Problem
When customers come in to purchase a product or service from your business, they have a specific problem that requires a solution. The product they are hunting for may only solve part of their problem. Teach your employees to be good listeners. Explain that sometimes they need to read between the lines to determine what a customer's true needs are. By identifying and responding to those needs, you will have a much more satisfied customer in the long run.
Cross Sell without Selling
Customers do not like to be hounded into purchasing additional products, but they appreciate a customer service representative who alerts them to products and services that can make their lives easier. For example, in the financial realm, suggesting a debit card or overdraft protection to a customer opening a checking account might be a welcome addition to the initial product. The company enjoys solid customer retention through multiple products sold, and the customer enjoys greater access to their money and peace of mind when they write checks.
When you train your staff to anticipate customer needs, your service level immediately rises. Customers appreciate a company that can meet their needs before they ask, and in turn, they will return to that business over and over again.
- Meredith Estep
Posted by Meredith Estep on Wed, May 05, 2010 @ 02:25 PM
What is the one word customers dislike hearing above all others?
No.
Customers do not like to be told their request will not be granted. In fact, they can get exceptionally angry to the point they may take their business elsewhere. Since losing customers does not effectively build any kind of business, we are going to talk about how to avoid saying the dreaded "no."
Bending Policies
The first step is in determining whether a "no" answer is really necessary. Your customer may be making a request that you would not normally grant. However, if this particular customer has a long relationship with your business, would it be possible to bend a policy in order to say "yes" instead of "no?" This is often more realistic than many customer service representatives realize. It is up to a manager to let customer service staff know which policies are written in stone and which can be customized to individual customers.
When you bend policy for a customer, you are really making it easier for them to do business with you. Customers do not have time to weave their way through confusing policies and procedures in regards to your business. Instead, they want to vocalize their request and see it granted with as little hassle as possible. Tell your customer you will accommodate their need and then find a way to do so as efficiently as possible.
When "No" Means "No"
Even if your business becomes quite liberal in bending rules and policies to meet a customer's needs, there are times when the answer to a request must be a definite negative. These situations might include:
- Requests that are really not in the customer's best interests, even though they may look good on the surface. This may be particularly true in the IT and software technology industries, but it might apply in other businesses as well.
- Requests that would affect the overall performance and quality of a product. Your customer may think a tweak in one area would be beneficial, only to find out that change would have a detrimental impact on other aspects of your product.
- The request made would require you to do something unsafe or illegal. Safety would also apply to security measures in a financial institution or software company. Never compromise the security of your business or your customers to grant a client's request.
In these specific situations, a no answer will have to stand. However, there are ways to soften the blow to your customer so they hear the positive impact of your message rather than the negative. Try these techniques the next time you need to say no:
- Begin by telling your customer what you can do, rather than what you cannot.
- If you really cannot accommodate your customer's request, apologize for any inconvenience it might cause.
- Explain precisely why you cannot accommodate the request, politely and professionally.
By saying "yes" whenever possible and handling "no's" with respect and courtesy, you will go far in ensuring a happy, satisfied customer base.
- Meredith Estep